Billing, Renewal, Cancellation & Refund Policy

This Policy states the general billing, renewal, cancellation, refund, dispute, suspension, and offboarding rules for SiteHeros services. An applicable signed agreement, service schedule, order, or checkout disclosure may add or replace terms for a particular purchase.

SiteHeros is the flagship product and service of Good Ground Serves LLC (“SiteHeros,” “we,” “us,” or “our”).

1. Clear order summary

Before Customer becomes obligated, the order process must clearly and conspicuously present:

• the service and tier;
• recurring amount, charge currency, applicable tax presentation and billing frequency;
• setup or one-time fees and any waiver;
• any separately disclosed, authorized variable or usage charges;
• trial or promotional terms, if any;
• initial commitment and renewal term;
• when charges begin;
• cancellation method and deadline;
• material refund terms and any remaining Website Build payment obligation;
• links to the controlling agreement and this Policy; and
• the payment method to be charged.

Consent must be affirmative, unambiguous, and separately evidenced. A prechecked box is not sufficient for a recurring charge.

2. Payment authorization

By submitting an order and payment method, Customer authorizes the applicable payment provider and SiteHeros or the upstream seller, as disclosed, to charge amounts due under the Agreement.

Elite Management payment authorization is separate from agreement acceptance and electronic signature. The applicable payment process identifies the seller, payment provider, charge descriptor, receipt and support route. Hosting+ uses its separately disclosed signup, checkout and provisioning process.

3. Invoices and receipts

We will provide an electronic order confirmation or receipt showing the service, amount, frequency, date, customer, and how to manage or question the charge. Customers must keep billing and contact information current.

Invoices are due as stated in the Agreement. Customer must raise an invoice dispute promptly and pay undisputed amounts.

4. Recurring renewals

A recurring Service renews only as disclosed in the controlling Agreement and checkout. Before renewal, SiteHeros will provide any reminder required by law or contract, using the recorded contact method and retaining delivery evidence.

A material change to price, renewal term, cancellation, or service will receive advance notice and affirmative consent where required. Continued use will not be treated as consent when law requires a new affirmative agreement.

5. Cancellation

Customer may cancel through every method required by applicable law, through an available account or checkout cancellation function, or by emailing legal@siteheros.com.

The cancellation route must be reasonably easy, accessible and no more burdensome than enrollment. We will promptly provide confirmation stating the effective date and any remaining obligations.

Service continues through the applicable paid period unless the Agreement permits earlier termination, SiteHeros confirms a different date, or suspension/termination rules apply. Eligible annual recurring-service refunds and Website Build obligations are addressed below.

6. Elite Management service and Website Build payments

Current Elite Management is available only for purchases primarily for business, commercial, professional, nonprofit, association or organizational purposes. Eligible purchasers include corporations, LLCs, partnerships, nonprofits, associations, organizations, sole proprietors, independent professionals and natural persons purchasing primarily for business/professional use. Current Elite is not offered for purchases primarily for personal, family or household use.

The current standard Elite Management packages are Essential, Pro, Plus and Premium. Standard recommendations select one complete preset package; mixed service levels and custom work require a written custom scope. The accepted proposal or Order identifies the selected package, included work, fees and payment terms.

The quoted monthly amount is the complete preset package amount, including the applicable Website Build installment. Reference component or Website Build values do not automatically add another monthly Build charge. The accepted Order must identify the agreed Website Build amount and allocation, any expressly required Activation Payment, installment term, payment dates and amount after payoff.

Any Website Build Activation Payment expressly required by the accepted Order is paid upfront and credited dollar-for-dollar against the agreed Website Build amount. It reduces the remaining Website Build balance and is not an extra fee or a setup/onboarding fee.

The Website Build payment obligation may extend for up to 36 months and ends as soon as the Website Build amount is paid in full. It is not a 36-month commitment to ongoing Elite Management services. Paying the Website Build amount early ends that payment obligation early.

Good Ground Serves LLC / SiteHeros retains ownership of the completed Website until the Website Build amount is paid in full. On full payment, ownership of the completed bespoke Website transfers to Client, subject to applicable third-party licenses and retained SiteHeros pre-existing or reusable tools, frameworks, components, software, methods, know-how and intellectual property.

After payoff and ownership transfer, cancellation of ongoing SiteHeros services does not cause Client to lose ownership of the completed Website.

Cancellation of ongoing services does not erase an unpaid Website Build balance. The remaining unpaid Website Build amount is a contractual payment obligation. SiteHeros may provide an itemized payoff/default statement, give required notice and opportunity to cure, and pursue lawful contractual collection and civil remedies. Any acceleration, late fee, finance charge, attorney-fee term or collection cost applies only if expressly disclosed in the signed controlling documents and legally permitted.

7. Hosting+ billing

Hosting+ is purchased through WPMU DEV’s built-in signup/checkout/provisioning path. The live checkout and applicable upstream terms control price, billing cadence, trial, renewal, cancellation, refund, resource, and provisioning terms to the extent disclosed and incorporated.

SiteHeros must not describe Hosting+ as a Forminator + Stripe transaction. SiteHeros must clearly distinguish amounts charged by SiteHeros from amounts charged by an upstream seller/provider and must not promise a refund or service credit it lacks authority to issue.

8. Setup and onboarding fees

Current standard Elite setup/onboarding fees are waived to $0. Any different proposal-specific setup charge requires express disclosure and acceptance. A waived setup amount is not a Website Build payment or a cash credit.

Setup/onboarding is separate from Website Build payments. A waived setup amount is not a Website Build payment or a cash credit. Other offer-specific setup charges apply only as disclosed in the accepted order.

9. Refunds and service credits

Elite Management includes a 30-day money-back guarantee on eligible recurring SiteHeros service fees. For covered service fees, the guarantee is no-questions-asked.

Applies to eligible SiteHeros service fees. See Terms.

The Website Build Activation Payment, if expressly required by the accepted Order, is excluded from the recurring-service guarantee. Its rate and amount must be stated in that Order.

Once Website Build work begins, Website Build amounts are non-refundable except where mandatory law requires otherwise. A Website Build payment is not a recurring service fee, and the guarantee does not transfer Website ownership before the Website Build amount is paid in full.

For annual-paid Elite service, the guarantee covers eligible recurring-service amounts during the 30-day period. After that period, eligible unused annual recurring-service amounts are subject to proration under the Billing, Renewal, Cancellation & Refund Policy where a refund is due.

Unused included time, capacity or requests do not roll over or convert to cash unless expressly stated. Service credits are the exclusive remedy for a service-level commitment only when an executed schedule expressly provides them. SiteHeros may issue a discretionary credit without admitting liability or creating a future entitlement.

If SiteHeros materially fails to provide a paid service and does not cure within the applicable period, Customer’s remedy will be the remedy stated in the controlling Agreement, subject to mandatory law.

10. Failed payments and retries

If a payment fails, we or the payment provider may retry as disclosed, ask Customer to update the method, and suspend affected Services after notice where practicable. Customer remains responsible for accrued charges, committed amounts, reasonable collection costs permitted by law, and third-party restoration/reconnection fees.

No retry cadence, late fee, finance charge, or collection practice may be used unless disclosed, authorized, and lawful.

11. Chargebacks

Customer should contact SiteHeros at legal@siteheros.com so we can investigate a disputed charge. A chargeback does not cancel the Agreement or erase valid obligations.

We may suspend Service while a disputed charge creates fraud, nonpayment, or provider risk. We will not retaliate against a lawful dispute and will provide accurate evidence to the payment provider.

12. Tax presentation

Current advertised SiteHeros prices are flat prices. SiteHeros will collect and disclose tax when mandatory law requires it. This policy does not state that tax can never apply.

13. Price or service changes

We may change future pricing or service scope with the notice required by the Agreement and law. A change will not alter a prepaid fixed period or signed commitment retroactively unless Customer affirmatively agrees or mandatory law permits.

14. Termination and offboarding

When Service ends, Customer must pay final amounts, cooperate with export/migration, and retrieve data within the stated offboarding window. Domain, DNS, hosting, email, license, security, and third-party continuity may require separate actions and fees.

Data may be deleted after the export window according to the Agreement, retention schedule, backup cycle, legal hold, and provider limitations. Nonpayment may limit ongoing work but will not be used to conceal or unlawfully withhold Customer property.

15. Consumer and jurisdiction-specific rights

Nothing in this Policy waives non-waivable consumer, automatic-renewal, negative-option, cooling-off, cancellation, refund, or payment rights. If a law gives Customer stronger rights, those rights control.

16. Billing support

For billing questions, disputes and cancellation requests, contact Good Ground Serves LLC / SiteHeros at legal@siteheros.com.